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The ESA IV program is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others. Leidos has an opportunity for an individual to serve as the dispatcher for a team of deskside support staff at a customer site in Downtown Washington, DC.
This position supports a staff that provides on-site deskside support to resolve IT issues for VIP customers in the senior management offices and senior leadership offices within the Department of Justice. The dispatcher will be responsible for interacting with end users via phone call, email, and walk-in visits in order to document issues and coordinate the deskside support staff response/assignments. Under the supervision and guidance of the Deskside Support Manager, the dispatcher will be responsible for triaging issues and coordinating the assignments/appointments of the deskside support team to ensure that issues are addressed in a timely manner according to ticket and customer priority. The dispatcher will need to be able to be aware of and manage multiple assignments/appointments for the deskside support staff and respond quickly/adjust when critical issues or high priority customers require immediate responses.
ESA IV prides itself in providing high-quality customer support. A key part of the deskside support staff dispatcher's job is interfacing with customers and leaving the customer confident that his or her problem will be resolved, in a very timely manner. As such, the ability to provide strong customer service, clear communication, and coordination across multiple team members and work locations is important.
All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Candidates for these positions should have experience working on and resolving issues with this type of office IT environment.
- High school diploma and 2+ years of prior relevant experience
- Customer service-focused attitude
- Past experience providing IT support in a Windows office environment
- Excellent written and verbal communication skills
- Use of an ITSM ticketing system
- Past experience with Department of Justice components
- Active Public Trust access with the Department of Justice
Individuals selected for the deskside support dispatcher must undergo a government security investigation and receive a Public Trust approval from the Department of Justice prior to beginning work.